Customers lie at the heart of our business, and maintaining their loyalty is key to our success..
During 2016, we continued to deliver new customer initiatives which enhance passengers’ experience of travelling with us.
The launch of the VUER app in UK Coach provides customers with a varied package of entertainment and information delivered to their own phone or tablet. VUER is the first ‘infotainment’ system for coach passengers in the UK, and is being rolled out across the fleet. It is proving popular, with customer satisfaction scores for those coach passengers who have used VUER 5% higher than those who have not.
In UK Bus, we introduced nearly 100 new Platinum buses, extending them to Black Country routes. Platinums are more fuel efficient than conventional buses, and provide more legroom for passengers who can make use of free WiFi and USB charging points.
ALSAcab is a new ‘carpooling’ door-to-door service launched in Madrid, which enables customers to book a shared car transfer as part of their journey. ALSAcab allows customers to make use of ALSA long-distance services with the convenience of a shared car transfer from coach station to home.
During the year, we launched Auto Delay Repay in c2c, the first UK rail operator to automatically compensate passengers for delays, and Flexi-Season tickets – another industry first which benefits part time workers.
Our focus on providing excellent customer service continues to be recognised externally. For the fourth year running, UK Coach has been ranked as the most trusted ground transportation brand by the UK’s Institute of Customer Service. In Spain, ALSA won an award for the Best Customer Experience Initiative Involving Employees in the Asociación para el Desarrollo de la Experiencia de Cliente Awards (Association for the Development of Customer Service). Our introduction of contactless ticketing on the Midland Metro led to the Best Customer Initiative at the Global Light Rail Awards.